business fit sample proposal

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Future Networks &

Global Support Services:

A Strong Business Fit Prepared For

Future Networks(Insert Logo)Presented By

Tom JenningsDirector, Global Accounts

Tel#: [email protected]

All information provided by Global Support Services contained in this document is confidential information belonging to Global Support Services and is provided solely for evaluation purposes and shall not be shared with any party or entity outside of Future Networks.

Future Networks – GSS Business Fit Confidential March 2011

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Global Support Services

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Table of Contents

Section Page

Introduction 3

The Business Fit 4

Current Relationship 5-6

GSS Global Value Proposition 7-14

Summary 14

“The future ain’t what it used to be.” Noted philosopher and forward thinker….Yogi Berra, New York Yankees Baseball Hall of Fame Catcher!


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Introduction

The network-centric market positioning of Future Networks requires the support of trusted partners to successfully meet customer CPE maintenance and cable infrastructure demands. Global Support Services (GSS) has a unique, well-developed service delivery model and is focused corporately on being “THE” voice & data services and cable infrastructure company worldwide. The GSS model successfully couples “feet-on-the-street” with 100+ GSS brick and mortar offices and global partners worldwide. Expert level technical support is provided by multiple GSS product-centric Customer Solution Centers located strategically globally and a cadre of voice/data engineers, technicians, RCDDs, and BICSI certified technicians. Success in the marketplace now demands strong, global partnerships like never before. The distinctly opposite Business Directions of Future Networks and GSS have positioned our companies for a unique business fit, which should fuel mutual success on a global scale.

This brief presents:

The potential business fit between Future Networks and GSS.

The current FN/GSS vendor partner relationship.

GSS global value proposition.


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The Business Fit

There has been an growing reliance of Future Networks upon telecom partners within the US and globally. This reliance has been amplified by the acquisition of UNIVERSALCOMM by Future Networks. With UNIVERSALCOMM came additional offices - totaling 300+ offices in 50 countries across six continents. A by-product of this acquisition is that many new locations are outside the current operations support footprint of Future Networks. This is driving the need for vendor partner “feet on the street” to fulfill increasing support demands of the combined customer bases. This, along with an inherent desire to be a “network” dominant company drives the business direction of FN. FN’s CPE customer base is understood to be as follows with CISCO growing and Nortel shrinking:

Future Networks’s marketing focus to customers and prospects for CPE is clearly stated on the Future Networks website:

Single-point AccountabilityEase the strain on your IT resources with full-service, consultative solutions through a single point-of-contact for equipment selection, service, and repair. (Quote from the FUTURE NETWORKS website:http://www.Future Networksbusiness.com/us/cpe/)

This desired service level can be successfully delivered only by the use of telecom partners capable of service delivery excellence with a global presence. The business direction of GSS to be the global leader for such technical services supports a strong business fit with Future Networks.


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Insert FN customer base pie chart

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FN/GSS Current Relationship

The current FN/GSS Master Services Agreement(MSA) enables partnering only within the US. The MSA for the US will likely undergo significant modification prior to it’s renewal date to include the broad range of services now available via Global Support Services (GSS). There is strong mutual agreement between our operations teams for the need to put in place as soon as possible the agreements required to enable global partnering, as well. Since its inception, the capabilities of GSS have grown significantly serving 150,000+ clients from 125+ offices (55 global) spanning 6 continents. Initial discussions on potential global opportunities of significant scope have been initiated with GSS by Future Networks. The value proposition of FN partnering on a global basis with GSS is supported by, Jerry Manley, FN Director of Global Solutions, in a recent email subsequent to meeting with his team in New York City, Jerry stated:

“…it was good meeting with you last week and discussing the potential for mutual success as your priorities and ours have commonalities…”

In January of 2011, GSS dedicated a Global Manager, Tom Jennings (formerly with Future Networks), to proactively manage and develop the FN Vendor Partner relationship. At that time there was existing GSS partnering with the two key FN customer account teams. The Future Networks-GSS relationship has been a work in progress growing in scope and in Future Networks’s confidence in GSS service delivery excellence and responsiveness. As various Future Networks entities have engaged GSS, the excellence of GSS’s Engineering, Installation, and Service Center groups’ performance has earned a continuous flow of positive comments such as this comment from a major FN customer after a multi-site, nationwide installation project:

“If Future Networks is thinking about engaging GSS for further sub-contracting

work, then I'd highly recommend Ron (GSS Installation Manager)and his team, and

would be happy to work with him in the future.” John Kent, Director Infrastructure

Support Services).

Partnering Engagements

New business opportunities have been developed across a broad spectrum of Future Networks entities and relationships developing between GSS and Future Networks groups, including:

Dorothy Pine: Director Field Operations, National Support


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Pete Painter, Solution Development Group Manager Carl Besaro, Director Global Solutions Rob Pinter: Director, Field Operations-South Gary Bend, Group Manager – Corporate Program Management. Fred Morny: Global CPE Product Manager, Cross Product Management. Key Operations Support/Implementation Managers including Gene Ward and

Jim Wright. Strategic Sourcing: Bill Marner, Director

Key Account Team Relationships

National Finance Company: T&M services for 1600 AVAYA sites with additional services in scope.

Global Manufacturer: CISCO IPT rollout - Cable infrastructure design and implementation.

Top 5 National Banking System: Installed and providing warranty maintenance for multiple BCM systems.

Global Office Service Company: Working with Future Networks evaluation, GSS was selected and is now providing maintenance and CISCO IPT roll-out services on a nationwide basis, as well as providing port consolidation services.

Leading Insurance Company: GSS has been selected as the installation partner for BCMs nationwide.

Leading paper products manufacturer: New account relationship beginning with maintenance services.

Major Retail Chain: Nationwide T&M and call center support services.

Key Educational Services Group National Call Center: CS1000E installation and support.

Host of other T&M accounts with FN.

Major Opportunities Pending/in Process

Nationwide maintenance for ~200 sites of mixed manufacturers.

ADC: Nationwide maintenance.

Engaged by FN to respond to major international corporations RFPs for global services.


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Nationwide Manufacturing Company: Full service maintenance and on site techs for multiple sites.

Multiple IPT roll-outs.

Un-disclosed Global Cable Infrastructure Opportunity with 150 sites.

Un-disclosed 14,000 CISCO IPT sets roll-out for 150 locations.

Global support for 14,000 CISCO routers.


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GSS Global Value Proposition

Global Presence

Global Support Services has a global presence serving 150,000+ clients in 125+ countries spanning 5 continents with “brick & mortar” offices in 50 countries outside the US.

GSS Worldwide Offices Directory: (Embed Excel Doc)


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INSERT GLOBAL LOCATIONS MAP

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Global Services Delivery Model

GSS utilizes a “Smart Hands” service delivery model. This unique model successfully couples “feet-on-the-street” with GSS brick and mortar offices and partners world-wide with high level technical support provided by multiple GSS product-centric NOCs and a cadre of voice engineers/technicians, RCDDs, and BiCSi certified technicians. This delivery model has been executed successfully as a Vendor Partner within the US and for GSS direct customers globally. Global projects have included:

300 site retail roll-out 11-12 countries with multiple drops each. IPT installs in 4 countries - infrastructure only. Voice maintenance (multi-platform) in ~15 countries for a global client. 28 hospital cable infrastructure installations around the globe. Turnkey infrastructure management and support for global tech organization (200+FTEs).


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Global Partnering Strategies

The positioning for global service delivery is a work in progress for both Future Networks and GSS. Currently there are three options in play to successfully partner globally. Regardless of the option utilized, the GSS Global account team will remain the SPOC for our Vendor Partner relationship and logistics for both US and global opportunities and provide consolidated ticket management with global reporting via the US-based Core GSS National Service Center.

The three separate strategies are designed to provide Future Networks the flexibility to successfully compete in the global market with GSS as a valued global partner. The strategies are as follows:

Strategy Pros Cons

1. Execute PO Direct to GSS US

Payment Direct to GSS US.

GSS-US PM manages all aspects of global service delivery.

Most timely communications.

Escalation to GSS US mgmt.

Global reporting via GSS-US Service Center

Most expensive due to currency conversion, VAT and other tax issues.

2. Execute PO Direct to GSS Int’l (Assumes MSA in place with each GSS Global group: EMEA, LATAM, & PacRim)

Payment Direct to GSS-Int’l

GSS-US Facilitates Logistics

GSS Country Mgr assigns in-country PM


Escalation to GSS Country Mgr

Avoids some currency conversion, VAT and other tax issues.

Middle price range.

Communications logistics more time sensitive.

3. Execute Agreement Direct with GSS Global Partner.

Payment Direct to GSS Global Partner

GSS-US Facilitates Logistics

Least Expensive to Future Networks


GSS/Partner provides PM.

Communications logistics more complex.

Less direct project control.


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Global Service Deliverables

Maintenance/MAC Services via Multi-lingual Customer Solution Centers:• Integration with Global Partner Centers for real-time ticket

management• Fully Redundant Centers• Toll-Free Access 24x365 • Intelligent & Priority Call Handling• Remote Diagnostics and Resolution Management• Dispatch On-Site Resources• VPN Solution for monitoring & remote access• WEB-Enabled Trouble Ticket Initiation & Tracking• Disaster Recovery, Emergency Site Maintenance, Triage Capabilities

Comprehensive Infrastructure Services including:• Assessments / Testing• Design• Installation /Integration• Maintenance

Comprehensive Engineering Services, including pre-sale system/switch engineering support and quote assistance.

Implementation Services • Project Management• IPT and TDM PBX & Handset Installation, Integration & Testing• Voicemail & Cost Distribution Systems • End User & Administrator Training

Enterprise Rollouts

Service Deliverables - continued

Move, Add, Change (MAC) Services

Project Management

Network Upgrade Services

Network Hardware Configuration & Installation

Comprehensive Wireless Services including:• Facility Design• Site Survey (Coverage Specifications)• Deployment and Installation• Zone Coverage Testing/ Labeling


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Global hotline tech support

Custom manufacturing & kitting - the complex to the simple, Product Expertise

GSS is a Nortel Elite Advantage partner, the highest level Nortel offers. As an Authorized Nortel distributor, GSS provides the full range of Nortel solutions, and services more than 2,000,000 ports a year.

Siemens Communications, Inc. distributor, GSS services nearly one million Siemens ports a year and can deliver Siemens HiPath Enterprise Solutions.

US Cisco® Gold Partner, GSS holds multiple certifications and is an IP Contact Center Enterprise Advanced Technology Provider (Certified International support available via GSS partners). GSS is a Microsoft® Gold Certified Partner and a Microsoft Unified Messaging Practitioner Partner.

AVAYA worldwide support.


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Global Rate Cards

“Rate Card”’ pricing is qualified as Rough Order of Magnitude (ROM) and should provide Future Networks engagement teams the competitive pricing for estimating GSS costs for customer requests. Special pricing is available from ROM Rate Card on a custom quote basis for requests for quote of significant scope or competitive pressure.

US Rate Cards for Future Networks currently in use by entities with whom we are currently engaged are incorporated into a multi-sheet Excel workbook which includes a maintenance quote worksheet and are as follows:

US Voice Maintenance Rate Card


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US T&M Labor Rate Card


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US Voice Maintenance Quote:


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EMEA Maintenance/MAC Rate Card (similar pricing available for AsiaPac)

Future Networks – GSS Business Fit Confidential

March 2011

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Note that International Rate Card pricing is preliminary and is subject to discounting dependant upon volumes, locations, SLA’s, etc.

Summary

The purpose of this document is to formalize our discussions regarding the global needs of Future Networks. It is the hope of GSS that this leads to the establishment of the necessary agreements with FN to partner worldwide as is currently being successfully accomplished within the US.

The Future Networks-Global Support Services relationship has been a successful work in progress, which has grown in scope and in Future Networks’ confidence in the service delivery excellence of GSS. There is a demonstrated, strong business fit to establish this more strategic business relationship. This fit is based upon the business direction and strategic needs of Future Networks as understood by GSS and the successful service delivery model of GSS.

Let’s make this Business Fit for a more strategic relationship between Future Networks and Global Support Services a reality!


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business fit sample proposal

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